Problems with Swinton

kayl0rz

I dont want to turn this into a huge essay, but apologies if that's how it ends up.

Basically a couple of weeks ago i rang Swinton to see about switching the car on my policy (fact finding mission prior to buying the car). They informed me it would cost me £16 to switch. Great i thought! so i went ahead and bought the car a week or so later. on Thursday last week i rang to actually have the car changed over, this time they said i would have to pay £13. Even better! so i gave my card details, finalised everything, and viola! from 9pm that night i would have switched from one car to another. I rang up later on and asked them to push the switch forward as i needed to drive the new car sooner than i thought. it was all arranged and sorted.

The next day i drive the new car to work. Ten minutes before i was due to leave work (25 miles away from where i live) i receive a call from Swinton saying i need to pay a further £160.

a little background info. I bought my insurance policy about 10 months ago, i pay £18 a month for a 1l VW polo. i was switching to a 1.4 VW Lupo.

The guy on the phone informs me that the reason my policy was so low (about £200 a month) was due to a fault on their system, but because they're nice they kept to it and allowed me to be insured for that low price. he even used the words 'you enjoyed the luxury of a low premium'

so he basically told me i had to pay this £160 extra that they failed to tell me about the first three times i spoke to them, else my car wont be insured. This would of course cause me to be stranded 25 miles from home at work. who at this point where trying to get me out of the building as it was now after 5pm on a Friday!

Needless to say i wasn't happy at all! I cant magic £160 out of thin air when i was yet to be paid, and i'm being told i need to pay else i wont be insured.

I was furious to be backed into a corner in such a way, and have someone blackmail me in such a way using the fault on their system that gave me cheap insurance as ammo against me.

I ended up telling him to cancel. it was easier for me to pay a cancel fee at a later date (once they send me the information) and pay out a small deposit on a new policy than to stump up £160 on the spot.

So i've written a complaints letter that i will be posting or maybe emailing today... but i just wanted to know where people thing i stand really.

They say in their corporate blurb “We work hard to make sure you're not misled and that the information we provide is clear and understandable"

I feel like i've been hugely misled! three times i spoke to them and they only inform me of this £160 charge in the final minutes of the day AFTER i committed to changing. I feel like i was baked into a corner 100%, and was treated pretty unfairly. i'm being punished for a fault on their system.

huckster

Swinton are in the wrong here. Breaks several FSA requirements including Treating Customers Fairly.

This is the complaints address/tel no.

Please contact our Customer Assistance Team:

• In writing to Swinton, Swinton House, 6 Great Marlborough Street, Manchester M1 5SW.
• By telephone - call 0845 168 3676 or fax 0161 236 7102.

Have a read through the ICOBS pages in the FSA handbook and you will find several key points which Swinton have breached.

http://fsahandbook.info/FSA/html/handbook/ICOBS

You are not responsible for mistakes made by Swinton with the premium. FSA requires Swinton to have efficient systems. My opinion is that the FSA would expect Swinton to only charge the additional £13 they told you about and not the £160.

kayl0rz

Thanks huckster.

It's good to know I'm not wrong in thinking I have a good reason to complain.

I didnt pay the £160, and ended up having to cancel which is going to be another £50 to pay on top of the £13 i already paid to switch the cars.

So what sort of thing do we think is going to come from this complaint? I'm not bothered about gaining anything from it, i just want them to know that what they have done is 100% out of order.

Do you think i'd be able to ask for my cancellation fee back? (although i've not paid it, they said they would send me details of how to cancel/pay in the post)

huckster

I would expect Swinton to waive the cancellation fees and even consider paying compensation (say £50) for the way you have been treated. I think that would be reasonable. I am sure if your complaint landed up with the FOS, they would take such an approach. Not that Swinton would allow it to get that far, as if you went to the FOS, it would cost Swinton a £500 fee and you nothing.

Quentin

kayl0rz wrote: »

....I didnt pay the £160, and ended up having to cancel which is going to be another £50 to pay on top of the £13 i already paid to switch the cars.

So what sort of thing do we think is going to come from this complaint? I'm not bothered about gaining anything from it, i just want them to know that what they have done is 100% out of order.

Do you think i'd be able to ask for my cancellation fee back? (although i've not paid it, they said they would send me details of how to cancel/pay in the post).....

When you cancel a swinton policy, they clawback all discounts/incentives etc which were originally used to set the premium - so be prepared for a bigger bill than just their cancellation fee.

If your complaint is resolved by them offering compensation to you, bear in mind that by cancelling (due to them forcing you) you have missed out on a year's NCD, and include that in any compensation claim.

kayl0rz

Once I get the details of the cancellation in the post what shall i do?

Am i best replying saying that the cancellation and circumstances surrounding it are currently in dispute and not pay?

I ended my email to them (via their feedback form) stating if this isnt settled in a satisfactory way i have no reservations in taking the matter up with the Finanacal Ombudsman. Hopefully this will help them see i'm not prepared to be forced into making rash decisions on the spot.

Quentin

You should dispute any bill you get from them you aren't happy with.

You need to use their complaints procedure before escalating this to the FOS.

kayl0rz

Ok thanks.

I read on the FOS website that i have to allow 8 weeks for Swinton to try and sort something out before i can go to them with my complaint. So i guess now i just have to wait and see what happens.

Im just trying to make sure i know all my rights so i dont let them con me into some sort of settlement when i can get/do better out of it.

Like i said, i dont really want anything out of it, i just dont want them to think they can push people around in this way

You've all been a great help!

kayl0rz

Little update for you!

Yesterday i recieved an email from Swintons complains department. I'll just show you a couple of extracts...

I have reviewed the information and note that the branch agreed to remove the additional premium for the change of vehicle and only charge around £13.

Really?! then why when i put the phone down on friday evening was i 100% under the impression that i wasnt insured anymore?

In light of this information I have advised them to remove the balance for the change and not pursue you for it

Wait.... you just said they came to this decision themselves? ... all be it not telling me!

The policy will remain live on this basis unless advised differently by you.

So you're telling me.... that when i went home on friday night and took out a new policy else where... my car is now insured twice?!?!

I replied saying i wasnt happy because im not losing money on another policy that i was basically forced to take out. after a little too-ing and frow-ing i concluded an email last night saying i think as a gesture of good will Swinton reemburse me the amount that i wont be able to get back from my deposit when i cancel with the new insurance company.

He replied this morning.

I would suggest that the branch removing the correct additional premium would be classed as a gesture of goodwill. I would consider an offer of £25.00 gesture of goodwill refund at this time.
May I also clarify if you need this policy cancelling or not?

I'm not sure what to make of this.... i wouldnt say not making me pay £160 i shouldnt pay in the first place was a gesture of good will?!

i replied saying i need to speak to my new insurer first.


What do we think?!

jamesauld

well correct me if im wrong but it is Illegal to have two policies running at the same time.
Swinton have caused this to happen, so i think their 'goodwill' needs to go a little further and cover entire cost to you

kayl0rz

Got a cheque in the post yesterday for £25.

I also got a letter about renewing.... LOL